Make it easy for the field agent to resolve customer queries faster by allowing them to access the ticket details and attachments such as attached calls, call notes, messages, and previous interactions with the customer. While the field agent is providing a service in the field, they can easily access the interactions between backend executives and the customer, enabling the field agent to derive the context of the conversation. With a detailed understanding of the ticket, the field agent will be able to resolve customer problems without any delay.
For instance, if a customer has reported a broken microwave processor, the agent can listen to the call recording and access the microwave pictures to be better prepared for the query handling and resolution.
